Niall Collins (Limerick, Fianna Fail) | Oireachtas source

People often say they rang the Garda station but nobody got back to them or that they made a complaint and nobody got back to them. This is a common complaint I hear, but all I can advise them is to put everything in writing in an e-mail or letter. What is the protocol in regard to such calls or complaints? Is it at the discretion of the garda at the other end of the phone?